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International Futures Forum
Royal Society of Edinburgh
Michael Shea Memorial Lecture

Edinburgh, 17 February 2014
Copyrigh...
Katherine Gottlieb, MBA, DPS (h.c.), President/CEO
Steve Tierney, MD, Medical Director – Quality
Improvement
Michelle Tier...
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
SCF Programs and Services









Compliance
Data Services
Organizational Development
Development Center
Human Re...
SCF Programs and Services
 Behavioral Health
• Fireweed
• PCC








BURT
Denaa Yeets’
TRAILS and FASD
The Pathway...
SCF Programs and Services












Dental (ANMC and Fireweed)
Facilities
General Counsel
Information Technol...
From 1982 to 2013…
Operating Budget
$227m

 64,000 Customerowners
• 54,000 Anchorage and Valley
• 10,000 55 villages

 E...
Vision

A Native Community
that enjoys physical,
mental, emotional
and spiritual wellness

Mission

Working together with
...
Corporate Objectives
Shared Responsibility

Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Health care provider changes
 No longer a hero but a partner
•
•
•
•
•

Control does not equal compliance
Replace blaming...
Corporate Objectives
Commitment to Quality

Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Customer-owner changes






Be active, not passive
Take responsibility for your health
Get information about your he...
Customer Connections
 Governing board
 Advisory committees
 Elders Council
 Focus Groups
 Annual Gathering
 24- hour...
Customer feedback
The number one source
for change
Raising the Bar
Become interested
owners in their journey of
health
Beg...
Workforce Focus
Key Improvements
 Interview /Hiring
 Onboarding (ASTP, etc)
 Leadership development
 Development Cente...
Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Corporate Objectives
Family Wellness

Copyright © 2011 Southcentral Foundation. All Rights Reserved.
It’s All About Customer-ownership
and Relationships

Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Core Concepts Training
 Three-day training, ALL
employees
 Led by SCF President/CEO
 Build and sustain healthy
relation...
Core Concepts
Work together in relationship to learn and grow
E ncourage understanding
L isten with an open mind
L augh an...
Operational Principles
Relationships between customer-owner, family and provider must be fostered and supported
Emphasis o...
24
Information to Knowledge
50%

% SCF Central Pharmacy customer-owners requesting other
medications at dispensing

40%

Chan...
Measures of Success
 Utilization
• 75% decrease in hospital admissions since 1999
• 71% decrease in hospital days per 100...
Measures of Success
 Customer-owner satisfaction
• Overall 93%

 Employee satisfaction
• Overall 94%
• Response rate 95%...
Linkages
EVERYTHING TIES TOGETHER!

Copyright © 2011 Southcentral Foundation. All Rights Reserved.
Leadership
 Governance joins in
celebration of success
 Leadership encourage
recognitions and rewards
 Innovation and c...
Thank You!
Qaĝaasakung

Aleut

Mahsi'

Gwich’in Athabascan

Quyana
Yup’ik

Tsin'aen

Ahtna Athabascan

Quyanaq

‘Awa'ahdah...
The Possible Scot Lecture
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The Possible Scot Lecture

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Slides from a lecture given by Dr Katherine Gottlieb.

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The Possible Scot Lecture

  1. 1. International Futures Forum Royal Society of Edinburgh Michael Shea Memorial Lecture Edinburgh, 17 February 2014 Copyright © 2011 Southcentral Foundation. All Rights Reserved. NOTICE: Unless otherwise indicated, this work represents copyrighted material protected by United States and international law. This work may not be used, reproduced, downloaded, disseminated, published, transferred or transmitted, in whole or in part, in any form or by any means, electronic or mechanical, including photocopying, recording or information storage and retrieval, except with the express written permission of the publisher. This work may not be edited, altered, or otherwise modified, in whole or in part, except with the express written permission of the publisher.
  2. 2. Katherine Gottlieb, MBA, DPS (h.c.), President/CEO Steve Tierney, MD, Medical Director – Quality Improvement Michelle Tierney, MPA, MA, Vice President Organizational Development and Innovation Kevin Gottlieb, DDS, Vice President Resource and Development and Chief of Staff Copyright © 2011 Southcentral Foundation. All Rights Reserved. NOTICE: Unless otherwise indicated, this work represents copyrighted material protected by United States and international law. This work may not be used, reproduced, downloaded, disseminated, published, transferred or transmitted, in whole or in part, in any form or by any means, electronic or mechanical, including photocopying, recording or information storage and retrieval, except with the express written permission of the publisher. This work may not be edited, altered, or otherwise modified, in whole or in part, except with the express written permission of the publisher.
  3. 3. Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  4. 4. SCF Programs and Services         Compliance Data Services Organizational Development Development Center Human Resources Quality Assurance Research Nuka Institute  Tribal Relations and Village Initiatives  Traditional Healing Clinic  Planning Grants  Communications & Public Relations  RAISE Programs  Elder Program  Seattle Office  Board Support  Corporate Office Support Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  5. 5. SCF Programs and Services  Behavioral Health • Fireweed • PCC       BURT Denaa Yeets’ TRAILS and FASD The Pathway Home Quyana Clubhouse Dena A Coy • Residential • Outpatient • Willa’s Way  Behavioral Health Service McGrath Behavioral Health Clinics  Therapeutic Family Group Homes • Cottonwood • Rendezvous • Cleveland  Alaska Womens Recovery Project (AWRP)  Access To Recovery (ATR) Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  6. 6. SCF Programs and Services            Dental (ANMC and Fireweed) Facilities General Counsel Information Technology Special Assistant Program Budget Planning and Management Contracts Financial Operations Patient Accounts Payroll Reimbursement Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  7. 7. From 1982 to 2013… Operating Budget $227m  64,000 Customerowners • 54,000 Anchorage and Valley • 10,000 55 villages  Employees • 1982: Fewer than 100 • 2013: About 1,600  Operating Budget $3m 1982 FY 2013 • 1982: $3 million • FY 2013: $227 million Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  8. 8. Vision A Native Community that enjoys physical, mental, emotional and spiritual wellness Mission Working together with the Native Community to achieve wellness through health and related services Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  9. 9. Corporate Objectives Shared Responsibility Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  10. 10. Health care provider changes  No longer a hero but a partner • • • • • Control does not equal compliance Replace blaming with understanding Give customer options, not orders Provide customer with resources Make it simple Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  11. 11. Corporate Objectives Commitment to Quality Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  12. 12. Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  13. 13. Customer-owner changes      Be active, not passive Take responsibility for your health Get information about your health Ask questions about advice Ask for options Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  14. 14. Customer Connections  Governing board  Advisory committees  Elders Council  Focus Groups  Annual Gathering  24- hour hotline  Community gatherings  Personal interaction with employees  Satisfaction surveys  Comment cards Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  15. 15. Customer feedback The number one source for change Raising the Bar Become interested owners in their journey of health Begin to attend functions  Begin to give advice about enhancing programs and services  Become involved in changing behaviors
  16. 16. Workforce Focus Key Improvements  Interview /Hiring  Onboarding (ASTP, etc)  Leadership development  Development Center  Career Ladders  Job Progressions  Mentoring  Employee Wellness Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  17. 17. Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  18. 18. Corporate Objectives Family Wellness Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  19. 19. It’s All About Customer-ownership and Relationships Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  20. 20. Core Concepts Training  Three-day training, ALL employees  Led by SCF President/CEO  Build and sustain healthy relationships  How we impact others  How to articulate story from your heart  Partnered with Society for Organizational Learning to develop Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  21. 21. Core Concepts Work together in relationship to learn and grow E ncourage understanding L isten with an open mind L augh and enjoy humor throughout the day Notice the dignity and value of ourselves and others E ngage others with compassion S hare our stories and our hearts S trive to honor and respect ourselves and others Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  22. 22. Operational Principles Relationships between customer-owner, family and provider must be fostered and supported Emphasis on wellness of the whole person, family and community Locations convenient for customer-owners with minimal stops to get all their needs addressed Access optimized and waiting times limited Together with the customer-owner as an active partner I ntentional whole-system design to maximize coordination and minimize duplication Outcome and process measures continuously evaluated and improved Not complicated but simple and easy to use Services financially sustainable and viable Hub of the system is the family I nterests of customer-owners drive the system to determine what we do and how we do it Population-based systems and services Services and systems build on the strengths of Alaska Native cultures Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  23. 23. 24
  24. 24. Information to Knowledge 50% % SCF Central Pharmacy customer-owners requesting other medications at dispensing 40% Change Tested Better Change Implemented 30% 20% Percent Average 10% 0% 8/5/10 8/12/10 8/19/10 8/26/10 9/2/10 9/9/10 9/16/10 9/23/10 9/30/10 Source: Cent ral Pharmacy-Pharmacy t ic-sheet 9.27.10 Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  25. 25. Measures of Success  Utilization • 75% decrease in hospital admissions since 1999 • 71% decrease in hospital days per 1000 since 1999 • 36% decrease in outpatient visits per 1000 customerowners  Clinical quality • Level 3 NCQA Patient Centered Medical Home • 75 or 90 percentile for HEDIS outcome measures o Diabetes o Cancer o Cardiovascular disease Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  26. 26. Measures of Success  Customer-owner satisfaction • Overall 93%  Employee satisfaction • Overall 94% • Response rate 95%  Employee Turnover • 10.8%  Baldrige National Quality Award - 2011 Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  27. 27. Linkages EVERYTHING TIES TOGETHER! Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  28. 28. Leadership  Governance joins in celebration of success  Leadership encourage recognitions and rewards  Innovation and creativity are endorsed as a high motivators Copyright © 2011 Southcentral Foundation. All Rights Reserved.
  29. 29. Thank You! Qaĝaasakung Aleut Mahsi' Gwich’in Athabascan Quyana Yup’ik Tsin'aen Ahtna Athabascan Quyanaq ‘Awa'ahdah Inupiaq Eyak Igamsiqanaghhalek Siberian Yupik T’oyaxsm Tsimshian Quyanaa Alutiiq Háw'aa Haida Gunalchéesh Tlingit Chin’an Dena’ina Athabascan Copyright © 2011 Southcentral Foundation. All Rights Reserved.

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